IT Risk Assessment support and guidance.

Lead analyst on team responsible for ensuring that client assets are compliant with federal and international regulatory requirements. Work with application, change and incident management, and other teams to mitigate and gaps in covered assets. Work with Global Change Management to identify and implement opportunities to streamline procedures and serve as team SME for all Change Management matters including identification and resolution of critical-path challenges. Key responsibilities include:• Manage all the above for dozens of clients and hundreds of assets, per quarter.• Principal liaison with Global Change Management including training team on new tools.• Mentor new team members on all aspects of client engagement.• Perform complete technical and regulatory analysis on identified client applications.• Chair meetings with client application team to address technical questions, explain the benefits of IT audit service and the relevant audit tooling.• File all necessary incident and change tickets to implement tools, and configure same.• Verify connectivity and complete installation and configuration of audit tooling.• Guide client application team through verification of initial audit baselines.• Communicate status of enrollment process to senior management, Project Manager and internal stakeholders, as necessary• Proactively analyze and identify possible risks to delivery and resolve or escalate as appropriate.

The responsibilities and expectations in this role were to track and review issues and challenges that arose in relation to a project to bring 2600 in-house applications up to three standard platforms. This role required applying Change Management methodologies to a pre-production environment, and identify gaps between production and pre-production changes. This role also expected a forward-looking perspective on potential future challenges. To address this, the concept of a "pre-mortem" was introduced to the organization. Also part of this role was establishment, tracking and reporting of KPI's and CSF's as well as documenting and socializing the processes and procedures for gathering data and disseminating information.Additional tasks included: Build and maintain a dashboard of issues (reported to senior management)Manage both reactive root-cause analysis and proactive trend analysis regarding the effort.Work with Resolution Management Leads to ensure issues are accurately logged and tracked to ensure appropriate data for analysis and subsequent remediation actions.Ensure quality and governance of change approvals to mitigate risk;Ensure continual improvements to the service delivery process providing a structured approach for improvements to process and service.Proactively review and assess reported issues / items queue for linkages, Service Provider actions, and prioritization.Track and report on major service delivery “roadblock” risks and issues.Day to day regular liaises / relationship management with core members of various service delivery teams. Delivering and managing high standard communications.

Provide professional leadership and guidance to the Incident and Problem Management team. Using the foundation built in previous roles, in both Incident and Problem Management, and as Sr. Manager of Change Management, worked to develop closer alliances with the various IT and Business teams at all levels, to develop and socialize more streamlined and disciplined processes and procedures for response and remediation of all types of production service challenges.Worked with senior IT management to address service-impacting outages in a 24x7 environment, seeking long-term solutions while restoring service well below SLA requirements.Documented details analysis of service outage timeline, remediation tracks explored, and subsequently facilitated root-cause analysis with Problem Management team.Mentored colleagues both internal and external to our team, on Incident and Problem Management practices and priorities.

Served as Subject Matter Expert and leader for all IT Change Management activities. This group tracked the submmision, approval, execution and follow up of several thousand RFC's per month, spanning the entire CVS/Caremark enterprise. This included supporting 7500+ retail stores, most with pharmacy operations, the Prescription Benefits Management, mail order pharmacy and specialty pharmacy operations. This role also held responsibility for all change-related policies and procedures. In this role, all of the documented policies and procedures were revised to conform to both ITIL best practices, as well as all audit and regulatory requirements. Served as primary contact for all change related IT Audit issues. Socialized policy, procedure and process changes throughout the enterprise, identifying and closing any gaps that could impact business operations. Partnered with Release Management to identify and eliminate duplication of efforts, align goals and processes, and establish SOP collaboration between both teamsSignificant improvements to issue identification, service restoration, and reduction of repeat incidents were realized almost immediately due to better Root Cause Analysis and Defect Elimination planning. Mentored team members in Incident and Problem Management, and Change Management, best practices, presented training to external teams in the roles and opportunities provided to the enterprise by Change Management. Ultimately reduced change-related Severity 1 and 2 incidents by almost 20%.

Joined a newly formed team tasked with improving the service restoration activities for the enterprise. Responsibilities included managing service outages and performance degradation to full availability as quickly as possible while documenting all resolution activities and providing knowledge updates to prevent repeat incidents. Additionally, we worked with identified responsible teams to identify and document root-cause, presenting findings to senior managementThe broader task and responsibility was to identify bottlenecks in restoration efforts and work with other business and technical teams to remove those obstacles. Through collaboration, and the documentation and socialization of ITIL best practices.with the organization, the efforts of this team ultimately reduced Mean-Time-To-Restoration by 50%.

Provide support to desktop and infrastructure customers, as well as perform on-site support to clients. Build and maintain windows server farm. Build and developed enterprise backup system and procedures. created comprehensive performance test suite for benchmarking all corporate and client system. Engaged with client service providers to establish secure communications channels.

In this role, I provided overall accountability and responsibility for all all IT related initiatives for this growing internet advertising and marketing firm. Reporting directly to the CEO, my scope included evaluation and selection of all technologies employed by the business from collocation build out and management, service providers and allocations, enterprise management, remote access, security, all desktop hardware and software and support, managing a team of geographically diverse software developers, and writing corporate technology policies and procedures.In this role, a 24x7 incident response team was built and managed, utilizing a "follow the sun" approach. In addition, this position was responsible for designing and implementing a comprehensive BC/DR Plan, which included regularly scheduled DR exercises.The nature of the business also required a thorough understanding of PCI compliance and remediation principles.

This engagement was to provide strategic technical guidance of a growing wireless SaaS provider. The scope of work included assessment of existing infrastructure, comparing to projected growth, and evaluating, recommending and implementing servers, security appliances, remote access systems, and monitoring solutions.

In this capacity, strategic and tactical guidance were balanced responsibilities. Working directly with client's leadership, goals for short and long term were established and documented. From that scope of work, various scalable solutions were presented with evaluations and recommendations. Once the chosen solution was implemented, the client was offered ongoing support and training, with the option of engaging a managed services offering. I served as the client main point of contact through initiation, negotiation, implementation and ongoing management.

I was responsible for developing and implementing test scenarios, running load and performance tests, researching, comparing and recommending test software, mentoring junior team members, designing and maintaining production-like test environment, establishing testing, roll-out and back-out policies and procedures, and engaging development, system administration and executive teams in understanding and following best practices.

Served as member of Technical Client Service team, working directly with clients to understand their needs, write functional specifications, and then create Technical Specification documents for implementation by application developers. Worked directly with developers to improve the quality of deliverables from our team, and to the client.Due to specific knowledge, I built client specific reports, designed call center agent call flows, and designed a very high profile multi-platform auction system serving the 2000 Summer Olympics, and 2000 NFL Superbowl for one of the firms international clients.

Worked on multiple projects in Healthcare Information Systems, including, mail order dispensary automation, claims adjudication systems conversion and Y2K remediation for manufacturing division of Fortune 25 corporation.